Workforce Management Supervisor

Advanced Call Center Technologies, LLC (ACT) is a trusted provider of outsourced call center services to industries including financial services, mortgage, telecommunications, healthcare, cable, and retail. Our comprehensive services range from fraud prevention, dispute management, customer service, and sales to marketing, customer retention, and back-office support. With operations in domestic, near-shore, and far-shore locations, ACT customizes solutions to meet the unique needs of our clients. For more information, visit www.ACTToday.com or contact us at 866-704-5580.

The Workforce Management Supervisor is responsible for overseeing workforce operations to ensure efficiency and optimal performance. In this on-site, full-time position located in Santa Maria, you will manage staff scheduling, monitor real-time adherence, provide analytical insights, and support the overall performance of the team. The role requires collaboration with various team members to meet service level agreements and improve operational workflows.

• Strong Supervisory Skills, including team leadership and performance management
• Proven Analytical Skills for interpreting data, generating reports, and optimizing workforce operations
• Effective Communication abilities for facilitating clear and professional interactions with team members and management
• Experience in delivering exceptional Customer Service and maintaining service level agreements
• Competency in Training and mentoring team members to enhance productivity and quality
• Proficiency in utilizing workforce management tools and applications
• Problem-solving and decision-making skills
• Previous experience in workforce management or a related supervisory role is preferred
• Bachelor's degree or equivalent professional experience is advantageous